Identifying customer pain points

While use cases describe the actions that a user will take, the goals they hope to achieve, and the results they expect to see when using a product or service, customer pain points are the areas of difficulty or dissatisfaction that customers experience when using a product or service. They are the areas in which the product or service does not meet the customers’ needs or that cause frustration or inconvenience. They are the areas where the product or service can be improved to better meet the customers’ needs.

Creating use cases from customer empathy maps can help to develop an understanding of customer pain points because customer empathy maps provide a detailed understanding of customer needs, wants, and issues. By understanding the specific use cases that apply to customers, a product or service can be designed to better meet those needs and address the pain points.

For example, if a customer empathy map indicates that customers...